Announced on | Rollout on |
November 19, 2024 | November 20, 2024 |
Zendesk is pleased to announce an enhancement to ticket routing behavior for the newly-released end session feature.
This announcement includes the following topics:
What's changing?
Previously, when an agent ended a messaging session, the related conversation was handled differently depending on whether the account was counting inactive conversations toward agent capacity.
With this update, all tickets are removed from the agent’s capacity when they end the messaging session, regardless of the inactive conversation setting.
In the future, enhancements will allow you to apply email routing and capacity settings to conversations with ended sessions.
Why is Zendesk making this change?
The end messaging capability allows customers to efficiently handle messaging requests, similar to the end chat session functionality in Live Chat.
What do I need to do?
No action is required on your part.
Learn more about this feature:
- About ending messaging sessions
- Allowing agents to end messaging sessions
- Sending a CSAT survey when a messaging session ends
If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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